Support Center Engineer 2

cb20, Inc; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

cb20, Inc. is seeking a Support Center Engineer II to deliver Tier 1–3 technical support for managed services customers in the New York area.

You will troubleshoot hardware and software, assist with installation, configuration, upgrades, and usage across Windows, Linux, VoIP, and network environments. The role emphasizes strong communication, documentation, and customer service, with on-site and remote support as needed.

Qualifications

• 2–5 years of IT engineering experience.
• Strong written and verbal communication skills.
• Proven analytical and problem-solving abilities.
• Ability to present technical terms in user-friendly language.
• Team-oriented with ability to multitask.
• Experience with Windows/Linux/server and network environments.

Responsibilities

• Perform triaging, troubleshooting, and support via telephone, chat, email, or tickets.
• Document all end-user information in the ticketing system.
• Provide support for laptops, desktops, iOS, and Android devices.
• Configure and install software on end-user devices.
• Support customer systems and networks, ensuring backups.
• Maintain client and support documentation.
• Participate in on-call rotation and provide 24/7 support as required.
• Explain features and guide customers through installation, configuration, and upgrades.

Skills

Analytical thinking

Problem-solving

Communication skills

Documentation skills

Multitasking

Team collaboration

Customer service

Education

Bachelor's degree in computer science or related field

CompTIA A+ or Network+ certification (desired)

Tools

Active Directory

Windows Server

Office 365 / M365

Networking basics

Backup solutions

Virtualization

VoIP systems

SQL

Job description

cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world’s leading hardware and software providers, we deliver confidence, security, and above all 'An Experience Above'.

cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row. In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset.

The role: Support Center Engineer II

As a Support Center Engineer II, you will provide Tier 1, Tier 2, and Tier 3 support for managed services customers. This role is responsible for providing customers with technical support, remotely and/or on-site so that they can complete core and essential duties of their roles with functional, required equipment. The candidate should be able to explain features of technical products, answer questions about installation, configuration, upgrades, customization, and usage of technical equipment. A Support Center Engineer applies basic diagnostic techniques to identify problems, investigate causes, recommend solutions to correct common failures, and elevate complex problems when required. Providing a high level of professionalism and day-to-day customer service.

Responsibilities:

• Perform triaging, troubleshooting, and support to clients via telephone, chat, email support, or tickets.
• Document all pertinent end user information in ticketing system.
• Provide support for users utilizing laptops, workstations, desktops, iOS, and Android devices.
• Provide connectivity support for user’s devices.
• Configure and install software for end user devices such as laptops, workstations, and tablets.
• Support the systems and networks of customers.
• Provide exemplary customer service.
• Perform customer call backs as required.
• Using problem-solving and people skills to ensure swift resolutions to technical issues.
• Troubleshooting, and diagnosing error messages and failures.

• Provide Tier 1, Tier 2, and some Tier 3 support.
• Participate in 24-hour on-call support rotation.
• Ensure system backups are completed.

• Create and maintain client and support documentation
• Testing, troubleshooting, and diagnosing error messages and failures.

• Install, configure, maintain, and monitor Windows, Linux, VoIP, PC, Storage, Virtual, Mobile, Server, O365/M365, and Network environments
• Configure, deploy, and troubleshoot patching for devices
• Check and troubleshoot backup jobs/engines.

Requirements:

• Proven analytical and problem-solving abilities.
• Strong written and verbal communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning skills.
• Strong documentation skills
• Ability to present technical terms in a user-friendly language.
• Ability to multitask and promote department success.
• Experience working in a team-oriented, collaborative environment.
• 2-5 years of experience in IT engineering
• Strong working experience with installation, configuration, maintaining and managing 2 or more of the following: Virtualized Environments, Networking, PC hardware, Windows Servers, Active Directory, Terminal/RDS, SQL, Backup Engines, Cloud, O365/M365, VoIP.

Education:

• Bachelor's degree in computer science or related field, OR equivalent combination of education and work experience.
• Desired: CompTIA A+, Network+ or equivalent certification.